How to Report a Security Concern or Suspected Fraud

Last updated: October 7, 2026

YellowCard takes the security of all transactions very seriously. This guide explains what to report to the support team and how to respond if you suspect a security concern or fraud, so we can act as quickly as possible.

Contact the YellowCard support team if you observe any of the following:

  • Unauthorised transactions: Payments appearing on your account that you or your customers did not authorise.

  • Refund or dispute claims: A customer claims they did not authorise or receive a transaction that has already been completed.

  • Suspected account compromise: You believe your API credentials or platform access may have been accessed by an unauthorised party.

  • Unusual transaction patterns: Unexpected spikes in volume, unusual corridors, or behaviour that deviates significantly from your normal usage.

  • Repeated fraudulent dispute claims: A pattern of chargeback filings from the same customer or group of customers with no valid basis.

Immediate actions for suspected account compromise

If you suspect your account or API credentials have been compromised, speed is critical. Take these steps immediately.

  • Platform access: Change your password immediately. Log in to your dashboard and update your password to a strong and unique one.

  • API access: Revoke your current API key immediately. Do not wait, since an exposed key can be used to initiate transactions on your behalf. Then generate a new API key from your dashboard and update your integration with the new credentials as soon as possible.

After taking these steps, contact YellowCard support immediately using your dedicated support channel.

Follow the steps below to report a security concern:

  1. Gather the details. Collect all relevant information, including transaction IDs, timestamps, affected amounts, and any communication from the end-user. Screenshots are helpful if available.

  2. Do not reverse transactions without guidance. Avoid manually processing refunds or adjusting records before speaking with the YellowCard support team, as this can complicate the investigation.

  3. Contact YellowCard support. Reach out through your designated support channel and include your account email and all the details gathered in step 1.

  4. Await confirmation and next steps. Our team will acknowledge your report and begin the review process. You will be kept updated on the outcome and any actions taken.

When contacting support, always include your partner account email and the affected transaction ID(s), a clear description of the concern, and any supporting documentation, such as proof of payment or screenshots.